Interatividade digital : modelo de arquitetura comunicacional para ouvidoria da Universidade Federal do Espírito Santo - UFES

Abstract

This dissertation investigates digital interactivity in the Ombudsman's Office of the Federal University of Espírito Santo (Ufes), proposing a communicative architecture model to enhance social participation and digital democracy. The study is based on the premise that Information and Communication Technologies (ICTs) can strengthen the relationship between public administration and citizens, aligning with the principles of New Public Service (NPS) and cyberdemocracy. The research addresses the limited interactivity offered by the Ufes Ombudsman's website, questioning whether the institution has effectively utilized ICTs to improve communication with both the academic community and external stakeholders. The study is grounded in three main theoretical frameworks: (1) public administration theories (bureaucratic, New Public Management, and New Public Service), (2) the concepts of e-government and cyberdemocracy, and (3) infocommunication as a tool for interaction and social participation. Methodologically, it is an applied, qualitative, and descriptive research based on a case study. Data were collected through document analysis and observation of the Ombudsman's website, classifying the services offered into levels of interactivity (basic, intermediate, and advanced) according to an adaptation of Diniz's (2000) methodology. The results reveal that the Ufes Ombudsman operates predominantly at a basic level of interactivity, focusing on information dissemination and transactional services but lacking advanced participatory tools such as discussion forums or UNIVERSIDADE FEDERAL DO ESPÍRITO SANTO CENTRO DE CIÊNCIAS JURÍDICAS E ECONÔMICAS MESTRADO PROFISSIONAL EM GESTÃO PÚBLICA 9 interactive chats. A comparative analysis with other federal universities (UFMG, UFRJ, and UFBA) showed that Ufes has lower rates of issue resolution and user satisfaction, indicating a need for improvements. Additionally, a disconnect was identified between institutional guidelines (such as the Institutional Development Plan and the Digital Government Strategy) and observed practices, which still prioritize centralization and bureaucracy. As a technical-technological product, the research proposes the creation of an interactive application for the Ufes Ombudsman, named "UFES OUVE" (UFES LISTENS). The application incorporates features aimed at expanding participation from the academic community and external stakeholders. This solution seeks to align university management with the principles of digital democracy, promoting transparency, co-production of decisions, and public value. The study concludes that implementing an interactive communicative architecture can transform the Ombudsman into a dynamic space for dialogue and collective construction, strengthening democratic governance and the effectiveness of public services. The research contributes to the debate on the use of ICTs in public administration, emphasizing the importance of interactivity as a tool for social participation and the consolidation of cyberdemocracy